Linchi Kwok, Ph.D.

COVID-19 has accelerated a few   foreseeable changes   that the service industry expected for the future. For example, more consumers want   delivery service   since the pandemic hit in March. Restaurants, hotels, airlines, retailers, and shopping malls have extended their current   contactless self-service   offerings through mobile apps, kiosks, facial recognition, and   palm recognition   technologies.     To embrace the growing demand for delivery and contactless self-service, many fast-food chains also introduced   new restaurant designs ,   featuring double- or triple-drive-thru lanes, conveyor belt delivery, and food lockers for pick-up orders. In Chipotle’s case, its new digital-only restaurant focuses on delivery and pick-up services solely with no dining rooms.     Machines are replacing humans in the workplace even before the pandemic   Machines and robots are capable of doing a wide range of service j...

The COVID-19 pandemic had made an unprecedented impact on the   global economy   in 2020. The good news is the long-waited COVID-19 vaccines will   soon become available . Let’s hope that the coronavirus will disappear soon as we enter the New Year.     Looking back before we look forward   At year-end 2019, I predicted a few   2020 trends   in hospitality, retail, and tourism businesses. For example, I recommended that we should pay special attention to the following areas:      A shifting focus on food delivery, sustainable food, and quick-casual restaurants. Using AI and facial recognition in service operations.   The threats from Google, Amazon, and Airbnb as a (potential, new) giant tourism enterprise in the market.   Investors’ growing interest in boutique retail stores and hotels. Customer loyalty issues as more travel companies adopted the dynamic pricing strategy even in their frequent traveler programs.   Sa...